Michael Phelps
Louisville,KY
Summary
Thorough Service Technician with commitment to superior service. Driven to consistently contribute value through impeccable work ethic and unending quest to achieve new service skills. Experience managing high-volume of service calls while maintaining quality and efficiency.
Overview
25
25
years of professional experience
Work History
Warehouse Operator
McKesson Health
01.2021 - 04.2024
- Used forklifts and pallet jacks to relocate products.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Kept warehouse stations and equipment in good working order in line with OSHA requirements.
- Maintained accurate inventory records to provide data for use in audits and completion of order requests
Electronics Technician
IVY Technologies
01.2019 - 02.2020
- Utilized advanced diagnostic tools for accurate identification of system faults, minimizing repair times significantly.
- Fixed circuit boards and wire harness problems using schematics, wiring diagrams, and testing instruments.
- Enhanced system performance by troubleshooting and repairing electronic equipment.
- Installed and maintained a variety of electrical and electronic components in accordance with approved methods and procedures.
- Troubleshot and resolved equipment failures to reduce operational disruption.
Helpdesk Repair Tech
Compucom
01.2018 - 12.2018
- Reduced downtime for users by promptly troubleshooting and diagnosing software and hardware problems.
- Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.
- Optimized network performance by monitoring usage trends, identifying bottlenecks, and recommending improvements where necessary.
- Boosted end-user productivity through effective remote assistance using various tools such as TeamViewer, Remote Desktop, and VPN connections.
- Assisted in the successful migration of company email system to Office 365 while minimizing disruption to daily operations.
- Coordinated with vendors for hardware/software upgrades or replacements when needed for optimal system functionality.
Laptop Repair Tech
Pegatron Technologies
01.2015 - 12.2018
- Diagnose and repair HP laptops and tablets for warranty repair
- Order and confirm parts to facilitate repairs
- Train and mentor junior repair techs and rate their progress
- Help design repair process for more efficiency and faster return time to customer
- Analyze fails from QA to determine cause and coach repair techs to reduce failures.
EasyTech Supervisor
Staples
01.2013 - 01.2015
- Supervise, mentor, and train team of Repair Technicians and Sales Associates
- Keep track of inventory and sales figures for technology department for analysis on where to focus attention on that week's goals
- Diagnose, repair, and consult on customer PC's, printers, tablets, and other technology as required
- Travel to customer homes for on-site install and repair of personal computers, home and small business networking needs, and other technology as required.
Repair Technician
Geek Squad City
01.2007 - 01.2013
- Diagnose, troubleshoot, install, and repair laptops
- Contact customers for COD repairs
- Maintain work in progress racks to make sure units are completed in a timely fashion.
Helpdesk Technician I
Discount Labels
01.2006 - 01.2007
- Troubleshoot, install, and repair desktop computers
- Monitor and perform server backups, maintain network patch panel and network receptacles at end user stations
- Answer calls from staff and log issues and maintain current notes in HEAT tracking software.
Computer Support Technician
Banctec Services
01.2005 - 01.2006
- Troubleshoot, install, and repair desktop computers
- Warranty repair for Lexmark, HP, and Dell laser printers.
Desktop Support Technician
University of Louisville
01.2001 - 01.2005
- Troubleshoot, repair, and install software for staff and faculty computers, palm pilots, and other technology as needed
- Inventory and order parts for repair purposes
- Respond to and update notes in help-desk tracking software.
Operations Support Specialist
University of Louisville
01.1999 - 01.2001
- Answer calls and troubleshoot technology issues from staff and faculty
- Log and maintain notes in HEAT help-desk software and escalate issues to desktop support team as necessary
- Monitor AS400, email, and Novell servers for issues so can contact server admin if necessary
- Initiate server backups, process reports nightly, and print and sort paychecks after payroll programs have finished.
Education
Computer Science no Degree -
UNIVERSITY OF LOUISVILLE
Louisville, KY01.1999
General Education Graduated -
FERNCREEK HIGH SCHOOL
Louisville, KY01.1996
Skills
- Customer Service over phone and in person
- Repair of Modern Laptops and Desktops
- Create network cables
- Troubleshooting and Consulting hardware/software
- Microsoft Networking
- Small LAN design
- Helpdesk Ticketing/call center software
- Managing Computer Lab
- Inventory/Audit Computers/Software
- Schedule backups and programs on IBM Mainframes
- Monitor computer systems for LAN/Unix Servers Software Knowledge
- Seatools
- Microsoft Office 97 thru 2013
- Sybase
- Adobe Illustrator
- VNC
- HEAT ticketing software Safari
- Peoplesoft ticketing software
- WordPerfect
- SmartTerm
- GroupWise
- ClientAccess
- Internet Explorer
- Norton's Ghost
- Netscape
- Norton's SystemWorks
- PCAnywhere
- EasyCD Creator
References
References available on request
Timeline
Warehouse Operator
McKesson Health
01.2021 - 04.2024
Electronics Technician
IVY Technologies
01.2019 - 02.2020
Helpdesk Repair Tech
Compucom
01.2018 - 12.2018
Laptop Repair Tech
Pegatron Technologies
01.2015 - 12.2018
EasyTech Supervisor
Staples
01.2013 - 01.2015
Repair Technician
Geek Squad City
01.2007 - 01.2013
Helpdesk Technician I
Discount Labels
01.2006 - 01.2007
Computer Support Technician
Banctec Services
01.2005 - 01.2006
Desktop Support Technician
University of Louisville
01.2001 - 01.2005
Operations Support Specialist
University of Louisville
01.1999 - 01.2001
Computer Science no Degree -
UNIVERSITY OF LOUISVILLE
General Education Graduated -
FERNCREEK HIGH SCHOOL
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